ITIL® Service Operation3 Day Course

This course leads to the ITIL® Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
This course is suitable... READ MORE

ITIL® Service Operation

Description

This course leads to the ITIL® Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course is suitable for individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation

The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.

Structure

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to three will consist of detailed learning activities with evening assignments. The live exam will take place at the end of Day 3.

Topics

Introduction to service operation

The fundamental aspects of service operation and the ability to define them.

Service operation principles

The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of service at agreed levels.

Service operation inputs and outputs the relationship with other lifecycle phases

Service operation processes

Service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

Common service operation activities

How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services

How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services

How the operational activities of processes covered in other lifecycle stages contribute to service

How IT operations staff should look for opportunities to improve the operational activities.

Organizing for service operation

The role, objectives, responsibilities and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management

Technology considerations

The generic requirements of technologies that support service management across all lifecycle stages

The specific technology required to support the service operation processes and functions.

Implementation of service operation

Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition

Planning and implementing service management technologies within a company.

The critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).

Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.